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tattersall training
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Tattersall Training
Tattersall Training courses
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Tattersall Training Course
How to Hande Aggressive Customers on the Telephone

For customer service professionals.

Course Aim: To enable delegates to defuse aggression and create increased customer satisfaction.

Objectives: Delegates will improve their ability to:

  • Shift perspective to experience the customer’s position
  • Employ a systematic method for defusing aggression
  • Lead the customer to a rational and fair perspective
  • Use the opportunity to increase customer satisfaction
  • Respond appropriately to abuse and threats
  • Recover quickly from unpleasant incidents

    Length: One day

    Size: Up to twelve people

  • Programme
    Day 1
    09:30 Shift perspective to experience the customer’s position
    10:30 BREAK
    10:45 Employ a systematic method for defusing aggression
    11:45

    Lead the customer to a rational and fair perspective

    Use the opportunity to increase customer satisfaction

    12:45 LUNCH
    13:45 Respond appropriately to abuse and threats
    15:00 BREAK
    15:15 Recover quickly from unpleasant incidents
    16:30 FINISH
    Customer Feedback

    "The course content was brilliant. Excellent course."
    Shamed A Khan

    "Thoroughly enjoyed the course. Fun and relaxed. Excellent."
    Zabaida Alvi

    "Will definitely use the skills in the future. Course was interesting and fun."
    Clair Neal

    "Very useful, helpful and informative."
    Ruth Eugene

    “Very good, very enjoyable, very informative.”
    Liz Burke

    "Very well presented. Highly relevant."
    Julie Bannocks

    "I liked the different media used, all very helpful to illustrate examples."
    Judith Carson

    “On a scale of one to five, I rate the course five out of five.”
    Elaine Kite



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    Course index Full Course Info